Temple & Webster offers multiple easy methods to submit your complaint effectively:

Phone (Recommended for Immediate Help):

• Call 1300 090 0675 (Mon–Fri, 9am–6pm AEST).
  
  
• Select the appropriate option (existing orders, new sales, etc.).
  
  
• Average wait under 1 minute. Have your Order Number ready for quick assistance.
  
  

Email:

• Send details clearly to support@templeandwebster.com.au.
  
  
• Include Order Number, description of issue, photos or evidence, and desired resolution.
  
  
• Responses typically within 1–3 business days.
  
  

Live Chat (Chatbot):

• Available on Temple & Webster’s website during business hours.
  
  
• Use for quick inquiries. Type "Talk to a human" if the bot doesn’t resolve your issue promptly.
  
  

Website Help Centre / Contact Form:

• Visit Temple & Webster Help Centre.
  
  
• Submit your issue via their online form to reach customer support directly.
  
  

Social Media (Facebook & Instagram):

• Post a comment or DM Temple & Webster’s official pages for attention.
  
  
• They often direct you privately to resolve the issue.
  
  

Note: Temple & Webster operates exclusively online. No physical stores for complaints.

Temple & Webster follows a structured resolution process:

Acknowledgment & Case Creation:

• You'll receive immediate acknowledgment (reference number provided).
  
  
• Initial resolution attempts happen quickly, especially via phone.
  
  

Investigation & Internal Handling:

• Front-line support agents review order details, photos, or other evidence provided.
  
  
• Straightforward issues (damaged products, missing items) typically resolved promptly with replacements or refunds.
  
  
• Delivery problems or returns may involve liaising with third-party couriers.
  
  

Escalation to Specialists:

• Complex cases are escalated to Customer Care Managers or specialised teams.
  
  
• Issues unresolved initially may involve higher-tier support (e.g., social media “care” team).
  
  

Communication & Timelines:

• Updates are provided via email or phone.
  
  
• Simple refunds/replacements are usually resolved within days. Complex cases may take longer, requiring follow-ups.
  
  

Resolution Outcomes:

• Commonly offered solutions include refunds, replacements, partial refunds/credits, or goodwill gestures like vouchers.
  
  
• Denials are rare and typically policy-driven (e.g., outside warranty periods).
  
  

Temple & Webster aims to resolve issues efficiently, though escalation may be necessary for optimal outcomes.

Common customer concerns with Temple & Webster include:

• Shipping Delays & Delivery Issues: Late, lost, or unclear tracking information causing significant frustration.
  
  
• Damaged or Defective Products: Items arriving broken, damaged, or missing vital components (particularly flat-pack furniture).
  
  
• Poor Customer Service Response: Slow response times, difficulty reaching humans directly, or generic automated replies.
  
  
• Refund & Return Complications: Confusion or dissatisfaction with return policies, processing delays, or return costs.
  
  
• Misleading Product Descriptions: Items received don’t match website descriptions, leading to disappointment.
  
  
• Difficult Assembly: Poor or unclear instructions, complicating furniture assembly and leading to complaints.
  
  

Temple & Webster typically addresses these issues through replacements, refunds, or escalated customer service.